Make-up lesson policy that reduces no-shows (with copy-paste rules)

A good make-up policy caps how many sessions can be rescheduled, sets clear notice windows, and lets parents self-book open slots. The basics: (1) 6–12-hour notice for eligibility, (2) 1–2 make-ups per month or 2–4 per term, (3) use a self-service portal to choose available spaces, and (4) make-up credits expire so lanes stay full.

Checklist:

• Set eligibility window (e.g., cancel ≥12h before).
• Grant make-up credits (quota + expiry).
• Let parents self-book into available spaces only.
• Auto-remind; mark attendance digitally; block abuse.
• Track KPIs: no-show rate, lane utilisation, credit usage.

No-shows waste lane capacity and create admin chaos. A clear policy + light automation flips the script: families know exactly how to reschedule, coaches teach full lanes, and you stop micromanaging WhatsApp threads.

Purpose
We offer make-up lessons to help families stay consistent while keeping lanes safely full.

Eligibility

• You can cancel a booking and receive a make-up credit if you cancel at least 12 hours before the lesson start.
• Cancellations inside 12 hours (or no-shows) are not eligible for a make-up credit.
• Medical exceptions: please send a doctor’s note within 7 days; we’ll add one discretionary credit.

How make-up credits work

• Each active swimmer receives up to 2 make-up credits per school term (or 1 per calendar month if you bill monthly).
• Credits are not refunds and not transferable to fees; they allow you to book another open slot of the same level.
• Credits expire after 30 days (or end-of-term, whichever comes first).

How to book a make-up

• Open the Parent/Customer App.
• Choose Make-Up → pick an available session (same level) before your credit expires.

Fair use & limits

• Make-ups are subject to availability; we don’t overfill lanes.
• You may reschedule a make-up once; missed make-ups are forfeited.
• Public holidays and pool closures caused by us (e.g., maintenance) will be credited automatically and scheduled by the office.

Late arrivals

• Arrivals 10+ minutes late may be marked late/no-show at the coach’s discretion for safety and lesson flow.

Coach or facility cancellations

• If we cancel, we’ll issue a credit and notify you with priority make-up slots.

Weather & safety (outdoor pools)

• Lightning or unsafe conditions: sessions are cancelled for safety; a credit is issued.

Abuse prevention

• Excessive short-notice cancellations or repeated no-shows may result in temporary suspension of make-up eligibility.

Why 12 hours?
It’s enough time to release the seat to someone on the waitlist and keep lanes full.

Can we offer unlimited make-ups?
You can, but lanes will clog and admin will spike. Caps + expiries keep it fair and predictable.

Can siblings share credits?
Keep credits per swimmer (levels differ). You can be generous in edge cases, but avoid a blanket rule.

What about illness?
Allow a discretionary credit with a doctor’s note — it’s kind without opening the floodgates.

Do credits roll over?
No. Expiry (30 days or term-end) drives timely rebooking and protects capacity.

Ready to cut admin and keep lanes full? Book a swool.io demo — see sessions, the customer app, assessments, billing/collections, and reporting working together.